AccountId: 011433970860
ContactId: a541563e-65d5-4f60-8aef-ac10f6f8efa1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206589 ms
Total Talk Time (AGENT): 102027 ms
Total Talk Time (CUSTOMER): 67750 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/a541563e-65d5-4f60-8aef-ac10f6f8efa1_20250212T20:19_UTC.wav
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[AGENT][NEUTRAL] On this here can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Doctor [PII]'s office. Our group number is 195000 2,019,500.
[AGENT][POSITIVE] All righty. Let me get that pulled up.
[AGENT][NEUTRAL] And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alrighty, Ms. [PII], can you verify the billing address for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and please verify the um email address that we should have on file for you.
[CUSTOMER][NEUTRAL] Um, it we merged it, so now it's office manager at [PII]. The other one was [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so just the beginning part office manager?
[CUSTOMER][NEUTRAL] All one word, yes.
[AGENT][NEUTRAL] OK, alright, let me get that updated real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bear with me
[AGENT][POSITIVE] I can get my computer to operate with me.
[AGENT][NEUTRAL] Alright, uh, can you ver uh verify the phone number we should have on file?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And is this a good call back number just in case we get disconnected?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] All righty, Ms. [PII]. What can I help you with today?
[CUSTOMER][NEUTRAL] Um, I'm calling in reference to the renewal. Does this happen just automatically because I think it says.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But it would be [PII].
[AGENT][NEUTRAL] Yes ma'am. What will happen is information will get sent out if not already it looks like the group is already um set in a renewal hold so, um, come the end of April you won't be um billed for May unless the renewal process is finished um if it is finished then it'll just keep billing like it is um if it's not finished.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I need to do anything?
[AGENT][NEGATIVE] Um, you should should have received something in the mail regarding like the renewal by updating anything or any kind of changes you would have received a packet.
[CUSTOMER][NEUTRAL] Um, OK, I haven't received anything as of yet, but, um.
[AGENT][NEUTRAL] Um, let me look and see if there's any notes.
[CUSTOMER][NEUTRAL] I just wanna make sure if there's anything that I need to do.
[AGENT][NEUTRAL] It looks like it just got placed on renewal hold um the beginning of January so it could be they haven't they haven't sent out the information just yet.
[CUSTOMER][NEUTRAL] OK, OK, so I'll be on the lookout then.
[AGENT][NEUTRAL] Um, if you, yes, and if you don't get anything within the next week or so, just give us a call back, OK?
[CUSTOMER][POSITIVE] OK sounds good thank you very much.
[AGENT][NEUTRAL] Uh, you're welcome, Ms. [PII] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you have a great rest of the day.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good day as well.
[CUSTOMER][NEUTRAL] You too bye bye.